EMILY SCHROCK
Columbus,OH
Summary
Detail-oriented and results-driven operations and customer service professional with a proven track record in client relations, project management, and process optimization. Adept at problem-solving, stakeholder collaboration, and implementing strategic initiatives to enhance service delivery. Strong communication, negotiation, and organizational skills with a focus on operational excellence and continuous improvement.
Overview
16
16
years of professional experience
Work History
Member Resource Coordinator
SEIU District 1199
05.2024 - Current
- Serve as the first point of contact for union members, handling an average of 20-30 intake calls daily regarding grievances, workplace issues, and employer disputes
- Document case details, create case notes, and prepare cases for filing while ensuring accuracy and compliance with union policies
- Provide representation for members in meetings with employers, ensuring fair treatment and adherence to contractual agreements
- Manage 15-20 cases daily, ensuring proper documentation and timely follow-ups
- Utilize Microsoft Access and SharePoint for database management, document uploads, and tracking case-sensitive information
- Process and mail 100-200 membership cards weekly, ensuring data integrity and timely delivery
Office Services Coordinator
CBRE
09.2021 - 11.2023
- Provided high-level administrative and operational support for internal teams and external clients across multiple business lines
- Managed procurement, vendor negotiations, and supply chain logistics to optimize cost-saving initiatives
- Reconciled 300+ financial transactions monthly, ensuring compliance with corporate policies
- Oversaw visitor security, large-scale event planning, and office operations to enhance productivity
- Trained new associates across multiple states on operational best practices and technology systems
Care Coordinator
Quantum Health
01.2021 - 07.2021
- Delivered customer-centric healthcare navigation support, assisting members with billing, benefits, and medical claims resolution
- Managed 30-40 inbound calls per day, ensuring high-quality service and comprehensive documentation
- Collaborated with healthcare providers and insurance networks to advocate for members, resolving billing discrepancies and claim disputes
- Consistently received top customer satisfaction ratings and positive feedback
Client Project Manager & Support Specialist
Fiserv
12.2008 - 05.2020
- Led and executed mid-range projects including ATM installations, fleet upgrades, system enhancements, and compliance initiatives
- Managed a portfolio of 70+ clients, serving as the primary liaison for daily operational inquiries
- Spearheaded large-scale ATM replacement projects for fleets of 50+ units, optimizing uptime and revenue generation
- Developed project plans, statements of work, and stakeholder communication strategies to ensure project success
- Analyzed and resolved issues related to card transactions, fraud prevention, dispute resolution, and regulatory compliance
- Completed 2,369 ATM installations, generating $274,425 in revenue, and successfully managed 37 projects in 2019 totaling $28,350 in revenue
Education
Bachelor of Arts - Popular Culture Studies
Bowling Green State University
Bowling Green, OHSkills
- Client Operations and Support
- Relationship Management
- Project and Process Management
- Regulatory Compliance & Documentation
- Vendor & Contract Management
- Data Analysis & Reporting
- Customer Service & Consultative Sales
- Employee Training & Development
- Microsoft Office Suite & Database Management
- CRM & ATS Software Proficiency
- Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook)
- SQL & Database Management
- CRM & ATS Software
- Windows & Mac Platforms
- Regulatory Compliance & Data Security
Recognition And Achievements
- Awarded Warrior Pin recognition 10 times since 2009 for excellence in service.
- Honored through 'The Best in US' recognition program 15 times for outstanding contributions.
Accomplishments
Received Warrior pin for outstanding customer service 10 times since 2009
Recognized as "Best in US" for outstanding customer service 15 times since 2009
Timeline
Member Resource Coordinator
SEIU District 1199
05.2024 - Current
Office Services Coordinator
CBRE
09.2021 - 11.2023
Care Coordinator
Quantum Health
01.2021 - 07.2021
Client Project Manager & Support Specialist
Fiserv
12.2008 - 05.2020
Bachelor of Arts - Popular Culture Studies
Bowling Green State University
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